It Service Manager Napoli

It Service Manager
Napoli
Campania, Napoli

Client Description**:

For an Italian global cruise line we are looking for an IT Service Manager.

**Responsibilities**:

Key Responsibilities

- Leading and guiding IT Service Management and IT Service Desk, transforming and developing IT Service Management unit

- Developing and implementing service standards, transition to operations, procedures and documentation for departments services delivery.

- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between business units.

- Implement and manage SLAs/OLAs across all internal and external competence centres to take the Company Service Levels Management under strict control and aligned with the business expectation

- Focussed on value delivery, responsible for internal Continuous Improvement, innovation, digital transformation, and automation by capturing and developing demands across all internal IT Business Units.

- Executive services analysis and reports for MGMT (creating and presenting regular services status reports to senior management).

- Budget managing and participation.

- Developing and handling contracts for commercial contractors.

- Taking ownership of critical incidents, coordinating with resolution parties (internal and external), facilitating, and establishing effective communication between stakeholders for post-incidents reviews and relating document producing.

- Dealing and coordinating with the second level competence centers (internal and external) to fine tune and improve the services delivery by producing support business analysis/reports and updating service methods to improve overall efficiency meeting customer expectations.

- Manage and support IT Service Management and Service Desk Projects.

Job-Requirements: skills, competencies, experience

- 5 to 7 years' proven experience as IT Service Manager.

- Master's degree in computer science, engineering or equivalent.

- Fluent in English, oral and written (any other language is an advantage) with excellent written and verbal communication skills.

- Capabilities to translate business requirements into technical specifications.

Attention to detail, creative and solution oriented with the ability to prioritize tasks efficiently.

- Effectively managing key stakeholders both internally and externally to the organisation.

Experience in supplier's governance and services setup & management.

- Proven experience in Service Management, Configuration Management, CMDB and APM, support and integration with all ITSM processes.

- ITSM ServiceNow Platform knowledge, any certification is an advantage that will be very appreciated.

- CASM (Certified Agile Service Manager), COBIT, ITIL V. 4 and common IT Service Management processes proved knowledge and experience, any certification is an advantage that will be taken into strict consideration during the selection.

- Proven experience in SLAs/OLAs Company Implementation, managing and monitoring to meet customer expectation in service delivery

- Experience in system integration of ServiceNow with other tools and platforms

- Experience in supplier's governance and services setup, budget management.

- Experience in service procedures and flows developing, interfacing with provider/customers and maintaining internal documentation.

- Experience with IT Digital transformation, processes automation and improvements.

**Additional Information**:

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